Jacket Bleeds, Customer Service Ignores
NEW YORK, CONNECTICUT -- One rainy day in late May, I wore a red, black, and blue cotton-nylon Tommy Hilfiger jacket (3 months old). Although the jacket is lined, the red on the jacket shoulders bled through the lining onto my shirt underneath.
In June I phoned Hilfiger Customer Service, which promised to send me a Return Authorization (RA) so the jacket could be “evaluated.” If found defective, Hilfiger would send a replacement jacket. The RA did not arrive.
In a second call, Maria L. seemed efficient. She requested all the information I had given previously and promised to refer the matter to Steve, her supervisor, who would phone me. She asked for a back-up email address to confirm, a second telephone number, and promised to follow up personally. No call came, no RA.
A third call: I spoke to Rosa, who was polite and thorough. She retook all the same information. Nothing happened: no callback, no RA.
On 7/24/2012, I sent a complaint letter to Gary Sheinbaum, Chief Executive Officer, Tommy Hilfiger North America, and to Sam Sperrazza, Executive Vice President, Tommy Hilfiger North America Retail, TOMMY HILFIGER, USA, 601 West 26th Street, New York, NY 10001. No response.